Incident reporting lets users tell about the problems they experience. Using problem "Domains" and "Categories" helps users explain their issues better.

Setting up Problem Domains

These are like first-level categories based on services. The "Other" category is always there if you use categorization.

To set up a new domain:

1. Click to add a new domain.
2. Enter its name and choose an icon.
3. Choose the support team for this domain.
4. Add sub-categories.
5. Click "Publish" when you’re ready.

Creating Categories

Categories within domains define the problem even further. Description and additional information fields help the user in describing the issue they are facing. 

1. Choose a domain and add a category to it.
2. Add an image for the category. (See "Using service icons")
3. If needed, change the support team for this category.
4. Give this category an easy-to-understand ID. But make sure each ID is unique.
5. Describe the category.
6. Add fields to get more details about problems.
7. Click "Publish" when you’re done.

Additional Information Categories

If you want users to provide additional information regarding the incident category, you can add Additional information fields to the request. Add field specific help text to guide users in entering the information. A field can be defined mandatory and it can have a default value.

Note! In multi-site environments Additional information fields are edited only in All Services site.
There are several different types of additional information to be added. 

• Header helps to group certain types of fields for clarification. No help text option.
• Text field for one line of text. 450 characters max.
• Text area for entering more text. 4000 characters max.
• Checkbox to select an option. Can be selected or unselected by default.
• Drop-down to select one from a list of available options. One option can be default.
• Date for calendar view selection functionality to enable accurate date format.
  • A selection of future, past or any exists which will drive the possible dates to be selected for the field.
• Attachment for downloading file attachment(s).

Creating MyServices Fields for Problem Reports

You can use data from other systems, like Efecte Service Management or Efecte Identity Management, in your reports. For example, users might choose which software or device is causing problems.

To use this:

1. Go to "Additional Information" in the support options.
2. Click "Add MyServices" to add a field.
3. Choose the data you want from the drop-down list.
4. Decide if this field is required.
5. Add a help message for users.
6. Choose a filter for the data. For a better process, you can send the unique ID of a problem to integration. This works best with the Efecte Service Management connector.